From SLAs to XLAs: Rethinking End-User KPIs for ITSM

Route XLA

Are you still using the same old metrics, key performance indicators, and reactive processes to manage new and modern technologies? It’s time to broaden the scope of your metrics towards XLAs, here David D’Agostino looks at why and how to move past traditional SLAs.

ITSM Futures: Will AI Unlock Self-Help?

Will AI Unlock Self Help?

This article by Roy Atkinson takes a deep dive into recent HDI research to shed some light on the current state of knowledge management, the reasons organizations have decided to provide self-help, how they provide that help, and what some of the barriers to improvement are.

7 Tips to Optimize Your Service Request Processes for Digital Transformation

Optimizing for Digital Transformation

This article asks how we can possibly expect to achieve our digital transformation agenda without basic service request management building blocks in place, and offers up seven tips for optimizing your service request management capabilities as part of your organization’s digital transformation activities.

4 Tips for Leading ITSM Employees Through Change

Leading a Team Through Change

Leading a team through change can be tough. What if something doesn’t work as well as it did before? What if we create bigger problems? What if, what if…? But change doesn’t have to be scary – this article looks at the positive side of change and provides four tips for leading your ITSM employees through it.

Why ITSM Leaders Must Care About Good Data

ITSM Leader Coping With Bad Data

Have you spent enough time and energy assessing the quality of your ITSM data? No? This article explains why you, as an ITSM leader, need to prioritize and address your organization’s data quality issues, including poor data quality in ITSM.

Agility – Five Things It Isn’t

A Clown Being Agile

The Agile Manifesto promotes increased agility through the continuous and frequent delivery of a valuable product, continual feedback loops in order to incorporate changing requirements, and collaboration. But unfortunately, much of its guidance has been misinterpreted. This article looks at what agility isn’t.

10 Tips for Using SIAM to Deliver Better IT Services and Support

SIAM Integration

SIAM is an approach for managing multiple suppliers of business and IT services, seamlessly integrating them to provide a single business-facing IT organization and “end-to-end services” that meet business requirements. If you’re considering SIAM within your organization, here’s 10 tips to help.

10 Tips for Business Relationship Management in ITSM

Business Relationship Management Analyst

BRM is a great ITSM capability that helps IT organizations to focus on, and to deliver against, the wants and needs, and expectations, of IT service consumers and providers. But how should your organization start out? The following ten tips should help your IT organization to get started on its BRM journey.